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Urban transport quality in Palma

Urban transport quality in Palma


AENOR recently awarded three certificates to the Municipal Public Transport Company (EMT) in Palma de Mallorca; these are the certificates of Registered Service Charters, Gestión de la Calidad and Public Passenger Transport.

Service charters are public documents through which organisations inform their users transparently about the services they provide and the commitments they take on when providing these services. Residents can be involved in creating service charters, and their needs and expectations are taken into account when these charters are developed.

Service charter certification is based on UNE standard 93200 and when service charters are audited, an auditor will act as a user to check the procedures and service. It also involves communicating to the public their level of compliance with the commitments outlined, by monitoring indicators.

Furthermore, the certificate Gestión de la Calidad, among other benefits, improves processes and eliminates the costs of non-quality while involving professionals more deeply in achieving the job both well and sustainably. The standard UNE-EN 13816 Standard on Public Passenger Transport provides guidelines to operators so that they can take on quality commitments when providing their services, with the aim of satisfying their customers' expectations. Quality commitments must comply with guidelines including: time, comfort, information, accessibility, safety, service offered, customer service and environmental impact. This provides a more competitive public transport offer in response to these demands.

In the photo, from left to right, Soledad Seisdedos, AENOR's director in the Balearic Islands; Bárbara Capó, Systems Technician from EMT PALMA; Joan Ferrer, Councillor for Mobility in Palma City Council; and Mateu Marcús, Manager of EMT PALMA.